Program Manager

ABOUT THE WHA:

At the Worcester Housing Authority (WHA), our mission is to enhance the Worcester community by creating and sustaining decent, safe, and affordable housing that champions stability and self-sufficiency for our residents. As the second largest housing authority in New England, widely recognized for our innovative and progressive programs, we're not just providing housing - we're building futures. We're looking for candidates who are mission-focused, goal-driven, and passionate.


The WHA is committed to developing and supporting a diverse, equitable, and inclusive community both inside and outside of the workplace. Representation is important; our clients come from all walks of life and, not unintentionally, so do our staff. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our agency stronger.


ABOUT THE POSITION:

Reporting directly to the Assistant Vice President (AVP) of Leased Housing, the Program Manager works to lead and supervise a team of Program Representatives and Principal Clerks in administering federal and state housing assistance programs. The Program Manager will assess and appropriately distribute work within the team; audit and monitor team members' work; collaborate with staff to identify bottlenecks and improve and streamline processes; handle escalated customer service issues; and provide coaching, mentoring, training, and guidance to ensure exceptional customer service. The Program Manager will additionally handle higher-level, critical tasks for the department, working closely with the AVP and VP.

This is a full-time, fully benefitted, onsite position in Worcester, MA. The WHA offers a robust wellness benefits package, including generous paid time off, opportunities for training and development, and participation in a pension program. This position may require occasional work outside of normal business hours. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

ESSENTIAL FUNCTIONS:

• Supervises and directs the daily work of a team of Senior Program Reps, Program Reps, and Principal Clerks, ensuring exceptional customer service is provided to all clients, conducting audits of work product to ensure accuracy, and leading the team to achieve outcomes that support the department's goals.
• Determines workloads, sets priorities and expectations, and provides supervision, mentoring, training, guidance, and consistent feedback to the team.
• Coordinates coverage for team member absences, as well as their own absences, prepares the monthly front desk schedule.
• Holds weekly team meetings to keep staff informed on expectations for the week, to discuss goals, issues, priorities, improvements, and to provide a venue for feedback from team members.
• Participates in trainings and meets with other Program Managers and the AVP monthly to review and analyze data/metrics/reports to establish and ensure teams are hitting benchmarks and goals, and to discuss ideas for process improvement, issues, incentives, and ways to improve morale.
• Provides the Assistant Vice President with feedback for employee evaluations, recommends opportunities for employee recognition, and refers issues that may require disciplinary action.
• Ensures team members are providing exceptional customer service at all times by setting the example and stepping in when necessary to handle escalated issues and disputes, concerns, or complaints from or between internal and external participants, landlords, and coworkers.
• Assists the VP and AVP in preparing various reports and submissions (PIC, EIV, HAP, late annuals, etc.).
• Oversees and monitors programs and activities (TTP Over/Zero HAP, EID, VASH, abatements, rent increase, fraud/repayment calculations, landlord portal, marketing requests, transfer waiting lists, processes admin fee updates, prepares admin transfers, etc).
• Assists with the monthly balancing.
• Performs similar job-related duties as assigned.

REQUIRED BACKGROUND/EXPERIENCE:

• College degree preferred, but not required.
• Ideal candidate will have at least 5 years of experience working with Leased Housing.
• Minimum of 3years of experience in a supervisory/management role preferred.
• Familiarity with the laws and regulations governing state and federal voucher programs.
• Competency in using Microsoft Office tools, including Microsoft Word, Excel, Outlook, Power Point, and Teams, as well as the ability to quickly learn customized software programs.
• Demonstrated leadership skills; confident and comfortable in training and providing support, feedback, and supervision to staff to improve morale and motivate success.
• Exceptional interpersonal communication skills, including the ability to train, coach, provide feedback, hold others accountable, and express gratitude and appreciation to motivate staff and maintain good morale in a fast-paced, deadline-driven environment.
• Ability to multi-task, stay organized, and manage priorities in a busy office environment.
• Ability to interact professionally with people of diverse social, economic, and ethnic backgrounds.
• Demonstrated attention to detail and analytical skills; able to carefully review others' work and spot errors.
• Exceptional customer service skills: ability to respond professionally and to mediate escalated issues and complaints effectively.
• High level of ethics, values, integrity, confidentiality, and trust.
• Interest in process improvement; ability to analyze processes, identify pain points, and recommend changes.
• Ability to be relied upon to be available for work, including flexibility in scheduling, and willingness to work overtime and/or weekends, as needed.

PHYSICAL REQUIREMENTS:

• Ability to spend prolonged periods sitting at a desk and working on a computer.
• Ability to occasionally lift up to 15 pounds.

Worcester Housing Authority is an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all applicants and employees and prohibit discrimination and harassment of any kind based on race, color, religious creed, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, gender identity or expression, age, disability, genetic information, marital status, military or veteran status, or any other status protected by applicable federal, state, or local law. Employment decisions are based on qualifications, merit, and business needs.